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Intelcom | Dragonfly

With more than 100 sorting stations and operations across three continents, Intelcom | Dragonfly is Canada's leader in last-mile logistics. Our vision is clear: to deliver fast, accurate, and reliable service powered by cutting-edge technology.

A Strategic Role at the Heart of Logistic

Reporting to the Manager, Partnership Development, the IDC Liaison is responsible for strategically managing and developing the relationship between Intelcom and its Independent Delivery Contractors (IDC), in order to empower them to be as productive, compliant, and profitable as possible. Acting as a trusted advisor and business partner, this role ensures alignment between Intelcom's strategic objectives and IDC performance, leveraging KPIs and operational insights. The IDC Liaison plays a dual role of mediator and strategist, driving business value, fostering strong engagement, and ensuring compliance while promoting growth and collaboration.

Responsibilities

Strategic Partnership & Business Alignment

• Align IDC performance with Intelcom's strategic objectives through the use of KPIs and data-driven insights.

• Identify win-win opportunities that enhance IDC growth, operational excellence, and Intelcom's delivery capacity.

• Advise leadership on partnership trends, risks, and opportunities, ensuring that IDCs are properly considered in internal strategy.

Capacity Planning & Partner Development

• Work with Operations, Network Planning, and Business Development to assess future delivery needs and ensure sufficient IDC capacity in designated markets.

• Provide input on partner selection, onboarding, and development strategies to address operational and customer demand.

• Ensure IDC scalability through volume forecasts and enforcement of delivery expectations.

Relationship Building & Advocacy

• Build and maintain strong, trust-based relationships with IDCs and act as their advocate internally.

• Mediate concerns and grievances constructively, applying negotiation and conflict-resolution skills.

• Prevent risks of disengagement or dissatisfaction by fostering open dialogue and proactive problem solving.

Communication & Engagement

• Ensure regular, transparent communication with IDCs regarding policies, products, services, and information sessions.

• Facilitate two-way communication by gathering feedback from IDCs and sharing it with internal stakeholders to drive improvements.

• Represent Intelcom's values and partnership approach consistently across all interactions.

Field Engagement & Operational Insight

• Maintain operational credibility by engaging regularly with stations and frontline teams to understand on-the-ground realities.

• Provide insights from field observations to refine strategic initiatives and operational improvements.

Change Leadership

• Support and guide IDCs through policy changes, new technologies, or performance improvement plans.

• Act as a change champion by building understanding and buy-in across partners and internal teams.

Compliance & Risk Management

• Ensure IDC partnerships operate in compliance with independent contractor regulations, labor laws, and Intelcom standards.

• Identify potential compliance risks and recommend operational mitigation strategies.

• Bachelor's degree in Business Administration, Supply Chain Management, Logistics, Operations Management, Human Resources, or a related field + 6 years work experience or MBA or relevant postgraduate education + 3 years work experience

• Experience in operations, logistics, supply chain, vendor management, or account management.

• Exposure to KPI analysis and performance monitoring.

• Experience working with cross-functional teams.

• Experience managing external partners, contractors, franchisees, or vendors.

• Strong background in performance management using KPIs and BI dashboards.

• Experience in negotiation, conflict resolution, and stakeholder engagement.

• Exposure to capacity planning or operational workforce planning.

• High emotional intelligence and strong mediation skills.

• Strategic thinker with strong operational grounding.

• Comfortable operating in ambiguity and high-pressure environments.

• Strong integrity and ability to handle sensitive information confidentially.

• Customer-centric mindset with strong resilience and adaptability.

• Willingness to travel regularly

• Entrepreneurship or experience operating a small business (understanding contractor realities).

• Vendor or franchise network management.

• HR or labor relations exposure (especially contractor models).

• Operations leadership in a fast-paced, field-based environment.

Why Join Us?

At Intelcom | Dragonfly, you'll thrive in a flexible and stimulating environment, surrounded by passionate talent. You'll also enjoy a wide range of benefits:

• On-site gym with a personal trainer

• Employer-provided lunch of your choice

• Comprehensive group insurance

• Group RRSP plan

• Care & WellBeing Activities

• Partial reimbursement for public transportation

• Employee Assistance Program

...and much more.

This position has been opened to address a genuine organizational need within the company.

At Intelcom | Dragonfly, we move forward guided by strong values: collaboration, innovation, excellence, and responsibility.

We embrace diversity, ensure equity, and foster a true sense of belonging.

Accommodation measures are available for individuals with disabilities throughout our recruitment process, in compliance with the law. Please let us know if you have any specific needs.